Analyzing your Flow Builder activity

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22 Comments

  • Joe

    Hi, I am looking for a report which shows the full flow of the customer and when they choose not to connect to an agent I want to see where they press "Yes" this helped ?

     

    Joe

    3
  • Dane
    Zendesk Engineering
    Hi Joe,
     
    The actual steps taken by end-users are not yet part of the Flow Builder dataset
    0
  • Freyja

    Hello, 

    I have a question regarding the reports. 

    Is it possible to analyze  "revisiting %" ?

    What we would like to track is users who start using our widget, file a ticket and go back to the widget to solve the problem.  Is there a way to have a look at this? Many thanks!

    0
  • Harper Dane
    Zendesk Luminary

    I'm struggling to interpret some of our results in the "Top Answers" section. We have some flows that go straight into the Agent Transfer step based on keywords in the customer's question. For example, if a customer indicates they're a service member looking for a military discount, we immediately transfer them to an agent to ensure a positive, personalized experience.

    In this example, we also ask for the absolute minimum of information so that the customer can connect with someone as quickly and painlessly as possible.

     

    Our other "instant transfer" trees are—as expected—at around 100% for Agent Transfer. However, our Military Discount branch shows an extremely low agent transfer rate compared to similar answer trees; just 79%.

    What are some possible causes for unexpectedly low agent transfer rates like this one?

    0
  • Daniel Aron
    Zendesk Product Manager

    Hi Joe, just letting you know that with the recent update to Flow Builder reporting it is now possible to track when customers indicate the bot has resolved their issue. 

    0
  • Daniel Aron
    Zendesk Product Manager

    Hi Federica, thanks for your feedback. No it isn't possible at this stage to measure repeat users but i'll record it as a feature request.  

    0
  • Daniel Aron
    Zendesk Product Manager

    Hi Harper, thanks for providing this detailed example. 79% still seems quite high. My guess is that the remaining 21% users are abandoning the flow before submitting the form and the transfer is executed. Perhaps you can experiment with different content and see if that improves the transfer rate.

    0
  • Joshua G

    Are we able to tell what users search for or type into the Messaging widget?

    2
  • Dane
    Zendesk Engineering
    Hi Joshua,

    It can only provide the number of users that utilized Flow Builder. For more information on what can be measured, please refer to Metrics and attributes for Zendesk Answer Bot.
     
    0
  • Manuel Moreira

    It would be great to know what users say to the Messaging widget, especially what returns a fallback response, so we know what to add on to the chatbot.

    4
  • Cassie Salgado

    We'd like to dig more into the content of our top unresolved answers but I can't find a way to pull ticket ID in the flow builder data sets to do so. How would I go about this?

    4
  • Allison Sargent

    Same as Cassie Salgado, We'd like to drill into the tickets where the user marked the flow as "unresolved/not helpful" but that field isn't populating....

    1
  • Dane
    Zendesk Engineering
    Hi Allison and Cassie,

    Flowbuilder dataset does not include Ticket ID.
    0
  • Graham Bell

    is there a field for the keywords that the customer used? 
    I'd like to find the keywords that resulted in abandonment or transfers as the flows did not help

    3
  • Austin

    The number I am getting for "transferred to agent" on the answer bot dashboard are significantly less than the number for "messaging tickets" on the Zendesk messaging dashboard. 

    What could be causing this gap? all end users are required to go through the flow builder before being transferred to an agent. 

    0
  • Fiona

    The reporting is very bare bones at the moment - we don't know common paths people are taking through the "answer" and what people are typing in or clicking on throughout the interaction. When is more detail planned for this dataset? I've seen lots more robust reporting in other similar software so hoping it's just because it's fairly new? Thanks

    1
  • Salim Cheurfi
    Zendesk Customer Care
    Hi Graham, 
    You can use the attribute "Content Text" to have a breakdown of input selected that result in abandonment or transfers. It will show the text of the message sent to the bot. This includes only messages sent as a result of selecting a quick reply option (the option selected value in the User input type attribute). Free text entered by end users is returned as blank values.
    You will find in the full list of metrics and attributes at your disposal to enhance your reporting here : Flow Builder dataset
    -1
  • Brighton

    If we get feedback on a specific end user that used the bot and would like to see their journey through the flowbuilder, what kind of report would we be able to build to find that information?

    Id like to be able to search the end user email and/or name and find their flowbuilder "transcript" even if they werent xfrd to an agent. Thanks!

    1
  • Austin

    Salim Cheurfi

    When trying to use the "transferred to agent" metric with the "content text" attribute, all the text options shows 0 value. How else can we track which selections result in customers connecting to an agent? 

    0
  • Rosie B.
    Zendesk Customer Care
    Hello Austin, 
     
    You can use User input count to get the total number of user inputs (messages of any type) received by the bot. Then select the Context text attribute. Content text are the text of the message sent to the bot. Free text entered by end users is returned as blank values.
     
    To use the Transferred to agent metrics, you can use the Answer name attribute to show the answers that users engaged with when transferred to an agent. 
     
    I hope this helps! 
     
    0
  • Vaughan

    A large portion of our engagements with flow builder bots are free text input. How can we use Explore to report on what the free text entry is?

    0
  • Afabio Junior
    Hi Vaughan, 
     
    At the moment there is no native way on report what the free text is in Explore.
    As per the article below, Metrics and attributes for Zendesk Answer Bot, related to free text, you can check the following:
     

     
    You can share feedback on our community page by creating a post about this topic to engage with other users who have similar needs and discuss potential workarounds. Conversations with a high level of engagement often get flagged for product managers to review during their roadmap planning.
     
    Cheers,
    0

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